JOB OVERVIEW:

We are seeking a friendly, approachable, and detail-oriented Guest Service Assistant to join our team. The ideal candidate will be responsible for ensuring a welcoming and positive experience for all guests by assisting with check-ins, check-outs, explaining hotel amenities, and providing exceptional customer service. You will play a key role in maintaining guest satisfaction and ensuring a smooth and efficient operation of the front desk.

QUALIFICATIONS:

• High school diploma or equivalent required; a degree in hospitality or a related field is a plus.
• Prior experience in a customer service or hospitality role is preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and the ability to remain calm under pressure.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Proficiency in using hotel management software or similar systems is an advantage.

KEY SKILLS:

• Customer Service
• Communication
• Multitasking
• Attention to Detail
• Problem-Solving
• Time Management

• Guest Check-Ins & Check-Outs:
• Greet guests with a warm and friendly attitude upon arrival.
• Efficiently manage the check-in and check-out process, ensuring all necessary information is gathered and provided.
• Verify guest details, process payments, and issue room keys or access cards.
• Resolve any discrepancies or issues related to guest billing.
• Guest Interaction & Assistance:
• Provide guests with information about our services, amenities, and local attractions.
• Respond to guest inquiries and requests in a professional and timely manner, offering personalized recommendations when needed.
• Handle guest complaints or concerns promptly and escalate issues to the team or manager when necessary.
• Room & Facility Information:
• Ensure that guests are informed about the amenities, such as restaurants, fitness centers, pools, and business centers.
• Provide detailed information about any special offers or packages available during their stay.
• Assist with any special requests or arrangements, such as wake-up calls, transportation, or reservation bookings.
• Maintaining Front Desk Operations:
• Ensure the front desk area is clean, organized, and presentable at all times.
• Keep track of guest reservations and update records as needed.
• Monitor and maintain accurate guest records in the hotel’s reservation system.
• Team Collaboration:
• Work closely with housekeeping, maintenance, and other departments to ensure guests’ needs are met and any issues are addressed.
• Communicate effectively with colleagues to ensure smooth operations and high levels of guest satisfaction.